Our Opportunity:
At Chewy, we aim to become the most trusted and convenient online destination for pet parents and our partners – vets and service providers – alike. Our success is measured by the happiness of the people and pets we serve, not simply by the amount of pet supplies we deliver. That’s why we continue to think of outside-the-Chewy-box of ways to delight, surprise, and thank our loyal pet lovers!
Customer Care is the key to success in our mission and what makes us successful. To maintain this advantage, we are hiring a Director, Customer Experience and Defect Elimination to join our Customer Care (CC) team. This leader will build an elite, technology/Data enabled programs organization that delivers an extraordinary end-to-end customer experience. This leader will build and lead a team that sets the vision and end-to-end Customer Care strategy, eliminating defects across the journey and launching, scaling, and expanding new offerings.
As the business owner for our insights and quality platforms, they own the Customer Care mechanisms that convert customer signals into prioritized action and build a world-class Voice of Customer and Quality infrastructure that scales with the evolving needs of pet parents and internal teams, raising the bar on experience. They align priorities and interface frequently with senior leaders. They drive solutions that improve customer satisfaction and loyalty and champion the long-term customer experience vision. By uniting customer insights, business priorities, and operational excellence, they shape how Chewy delivers extraordinary service today and in the future. As a strategic partner to leaders across Chewy, the Director sets the vision and direction for the Customer Care programs organization.
This role orchestrates cross-functional partnerships across Customer Care (Contact Center Operations, Learning & Development, Product & Tech, Analytics/Data Science, Resource Planning & Forecasting, HR) and enterprise teams to build integrated roadmaps and delivery mechanisms for a best-in-class experience. The leader scales by leveraging data and technology that turn customer signals into prioritized actions and deployable improvements.
What You'll Do:
What You'll Need:
The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k, an annual bonus potential, new hire and annual equity grant.
We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Salaried-exempt team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.
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